Constant packet drops on VM 1GB for the last 2 weeks

[ab2022uk]

Hi all,

Been with VM since 2020 and the last 2 weeks have been the worst in terms of stability.

Just doing a basic ping to 1.1.1.1 and I can see frequent drops

Here you can see the Broadband quality monitor

You can see the consistent red packet drops.

Tried the usual , restarting / resetting router but no improvement.

The fact its been like this for 2 weeks, especially over the holiday period is extremely frustrating.

Speaking with support who tell me to check my Ethernet cable or restart my PC - when im trying to explain the outage affects every device in the house.

Has anyone else experienced packet loss like this ? Did it fix itself or what happened ?

[Cardiffman282]

Check for local faults on 0800 561 0061 

[legacy1]

Its so easy for VM to point the blame on us but how can they now that there is a router mode where ICMP inbound goes to the hub! Thats what you get VM for doing router mode or do you want to go back to troubleshooting the old days of modem mode.

[ab2022uk]

Thanks , tried that number and it tells me there are no faults in the area.

just like using the Virgin media app, when I run a test of my equipment - it tells me everything is fine !

still having dropouts as shown in the BQM

[Sabrina_B]

Hi @ab2022uk 👋.

Thanks for reaching out to us, sorry to hear that you are having issues with your service. Can we ask since your post are you still having the same issue or have you been able to resolve this?

If you are facing issues can you please elaborate further into this for us, are the diagnostics you are using showing pre or post loss, what made you run diagnostics, is it related to an issue with one device or multiple devices and is it wired or wireless, if wireless is it on the correct Wi-Fi bandwidth channel. 

Are you on the correct package speed for your requirements, is this at peak times or completely random, have you ran tests with our equipment in route mode with no third party internet supporting devices connected?

Please let us know. 

Sabrina

[ab2022uk]

Since my original post and engineer came to my house yesterday and changed the hub to the latest hub5.

Since then, there has only been 1 dropout, so hopefully the previous connecitivy issue has been resolved.

However, since changing the hub, my latency is off the charts:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b69b270d3a2637c1e550b459df54592978...

To answer you other questions, i enabled the monitoring as my connection kept dropping (for all devices in the house). This would have multiple times per hour, this is why I enabled the monitoring.

What can I do about this latency issue as trying to do anything online (gaming / video calls etc), is almost unusable.

[Client62]

Following the change to a Hub 5 a new Public IP is likely and that would needed to be updated in BQM.

[jbrennand]

What equipment do you have that is connected to the Hub on ethernet cables ?  There havebeen several threads oin here recently where odd looking BQM's were caused by those connections.

[ab2022uk]

I checked and my public IP has not changed

[ab2022uk]

I am running in modem-only mode, so there is a single Ethernet cable from the hub5 in to my Asus RT-AX82U.

I then have ethernet from the Asus to various switches around my house (1 down stairs and 3 upstairs)